Band 7 Complaints Manager

Interim Band 7 Clinical Governance Lead

1/2 day onsite – £250 - £260 per day

Woodrow Mercer has been approached by a Southwest based NHS Acute Trust to source an interim Band 7 Complaints Manager with leading and facilitating the implementation of the trust’s directorate governance agenda and dealing with a growing backlog of complaints

This role is a full-time position which will include some days on-site with the remaining working from home. Happy to discuss any current notice periods.

Job Description

• Develop and agree an annual work plan including objectives, targets and timescales for the complaints department

• Set objectives and review performance of complaints/PALS Officers

• To be responsible for more complex complaints and support

• Maintain and develop the trust's central database of complaints

• To provide an identifiable, accessible service to assist and support patients and carers with queries and or concerns

• To ensure data recorded on Datix is accurate, complete and consistent

• Design and produce reports for board and committee papers and divisions

• Update, design and deliver training on complaints handling for front line staff

The postholder will also be responsible for the line management of the Band 5 Complaints officer

Required Skills / Experience:

• Experience as a Complaints Manager for at least 1 year
• Worked to clear complaints backlogs
• Can travel 2/3 days a week to the trust

Desirable Skills / Experience:

• 3 years’ experience in Complaints Management
• Experience with line management
• Recent and relevant experience working within the NHS or a private healthcare background

If you would like to apply and have a confidential conversation about this position, then please don’t hesitate to contact Jack Green at  jgreen@woodrowmercer.com and attach your CV, alternatively you can contact on 07946 749072.